Senior Collections Operations Specialist

<div class="content-intro"><h2>Join us in building the future of finance.</h2> <p>Our mission is to democratize finance for all. <a href="https://www.cerulli.com/press-releases/cerulli-anticipates-124-trillion-in-wealth-will-transfer-through-2048" target="_blank">An estimated $124 trillion of assets</a> will be inherited by younger generations in the next two decades. The largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.</p></div><h2><strong>About the Role</strong></h2> <p>We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards. </p> <p>As a Collections Customer Operations Specialist, reporting into the Director of Business Analysis, you will be a subject matter expert on all Collections operations and customer support processes. You’ll work closely with our vendor support agents to ensure that our Collections program is working as efficiently and effectively as possible. </p> <p><strong>This role is based in our Chicago, IL, Westlake, TX or Denver, CO office(s), with in-person attendance expected at least 3 days per week.</strong></p> <p>At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams. </p> <h2><strong>What you’ll do</strong></h2> <ul> <li>Daily Operations: ensure smooth day-to-day execution of Collections tasks and communications.</li> <li>Travel: You will be required to travel frequently to the BPO site(s) as often as once a month for a week at a time to monitor operations and strengthen the partnership with our vendor in Mexico (and in future in other nearshore locations)</li> <li>Queue Management: respond to and guide vendor agents on escalated tickets, oversee the Settlements process. </li> <li>Vendor Agent Support and Partnership: attend weekly meetings with vendor team leadership, support the vendor team by providing additional training, resources, etc. </li> <li>Quality Assurance and Reporting: uphold and align quality standards across the Collections function through regular review and calibration.</li> <li>Metrics Review: drive recurring account reviews to maintain overall operational health and accuracy. </li> <li>Process Improvement: monitor current processes for opportunities for efficiency and improvement. Present projects to relevant stakeholders.</li> </ul> <h2><strong>What you bring</strong></h2> <ul> <li>3+ years experience in a customer-facing role</li> <li>Strong written communication skills</li> <li>Excellent attention to detail and problem-solving abilities</li> <li>Effective organizational and time management skills </li> <li>Previous experience in Collections and working with BPOs on-site</li> <li>Strong interpersonal skills in working internationally with the ability to bridge different cultures to improve business outcomes</li> </ul> <h2><strong>What we offer</strong></h2> <ul> <li>Challenging, high-impact work to grow your career.</li> <li>Performance-driven com ... (truncated, view full listing at source)